Awarded to PA Consulting Services Limited (UK)

Start date: Tuesday 4 June 2019
Value: £184,000
Company size: large
Belfast City Council

Strategic Delivery Partner for the Customer Focus and Website Modernisation Programme

15 Incomplete applications

13 SME, 2 large

15 Completed applications

12 SME, 3 large

Important dates

Tuesday 2 April 2019
Deadline for asking questions
Tuesday 9 April 2019 at 11:59pm GMT
Closing date for applications
Tuesday 16 April 2019 at 11:59pm GMT


Summary of the work
The Council wishes to invite suitably qualified and experienced suppliers to:
• Design and implement a new ‘Customer Hub’,
• Deliver a business process review of Cleansing and Waste services,
• Provide overall programme implementation oversight,
• Facilitate knowledge transfer to Council Officers.
Latest start date
Monday 22 April 2019
Expected contract length
Implementation will take a phased approach over a two year period, completing April 2021.
Northern Ireland
Organisation the work is for
Belfast City Council
Budget range
The budget for this procurement is estimated to be £200,000 - £250,000.

About the work

Why the work is being done
The Council is seeking to procure a delivery partner to assist with design and implementation of a Corporate approach to Customer Management including modernisation of the Council’s website. The Council needs to make savings, increase efficiency and also meet the expectations of the city’s citizens in delivering services which are centred on their needs. It wishes to take an agile service design approach to transformation in order to make significant and accelerated progress to meet these key aims. This work will directly contribute to the outcomes defined in the Belfast Agenda.
Problem to be solved
1. Design and implement a Multi-Channel Customer Hub, taking a ‘wide and shallow’ approach to managing customer services.
2. Deliver a business process review of Cleansing and Waste services to facilitate a ‘digital first’ approach to agile user-centred service design.
3. Transfer Knowledge to allow the Council to continue service design in other areas.
4. Provide programme oversight so projects align with established design principles ensuring seamless UX design and integration. Projects include:
-Customer Hub design and implementation
-Website Modernisation –Website Design and Web CMS implementation
-Corporate CRM implementation
-Integration approach and Integration Platform implementation
-HR and Organisational Development approach
Who the users are and what they need to do
Elected members – Councillors, MLAs, MPs, Political Party Representatives
Visitors – Day Trippers, Overnight Visitors, Coach Tours, Cruise Ships
Staff – Chief Officers, Management, Administrative, Operational/Frontline
Partner Organisations – Visit Belfast, Translink, DFC, NIHE
Investors/Developers – FDI Investors, Tourism Investors, Property Investors
Members of the Public – Resident/Rate Payer, General Public Non Ratepayer, Student, Worker, Service Users
Businesses – Start Up Business, SMEs/Large Scale, FDI Indigenous Companies, Entrepreneurs, Community/Voluntary Orgs
Early market engagement
Any work that’s already been done
A new blueprint for customer services should be based on the principles outlined in the Discovery Summary which can be obtained on request: These include:
• Consistent joined-up, corporate approach, underpinned by standards
• Customer centricity to improve customer experience
• Provide access to the right information at the right time from anywhere
• Deliver greater insight and analysis on customer behaviour , driving decisions based on data
• Digital First not Digital Only to enable inclusivity and channel choice
• Improve efficiency of processes to support the scale of growth required to meet the Belfast Agenda
Existing team
The provider will be expected to work directly with the Programme Director for Customer Focus and an internal project team established to deliver the Customer Focus Programme. The supplier will also be expected to work closely with any technical delivery partners that the Council engages to ensure that the Customer Hub design and service designs created by the Strategic Delivery partner are translated into a successful implementation for the Council. For example CRM or Integration platform suppliers and advisors.
Current phase

Work setup

Address where the work will take place
The provider will be expected to work with business users and stakeholders, and will be onsite (9-21 Adelaide Street, Belfast BT2 8DJ) during this time.
Working arrangements
The provider's team will work in a collaborative and transparent way with the Programme Director for Customer Focus, Project Team and technical partners to provide the focus to make sure the programme is delivered within required the timescales. Suppliers must include travel and subsistence costs in their budget proposals.
Oversight will be provided by a Customer Focus Project Board whose members include:
•Director of Finance and Resources – Chair
•Director of City and Neighbourhood Services
•Director of City and Organisational Strategy
•Programme Director for Customer Focus
•Head of Marketing and Communications
•Head of Digital Services
•Continuous Improvement Manager
Security clearance
BPSS – Basic Disclosure

Additional information

Additional terms and conditions

Skills and experience

Buyers will use the essential and nice-to-have skills and experience to help them evaluate suppliers’ technical competence.

Essential skills and experience
  • Have demonstrable experience in delivery of successful Multi-Channel Customer-Hubs (Contact-Centres) and the technology required to deliver them within an organisation undertaking a complex Customer Service transformation programme within the public-sector.(3%)
  • Have demonstrable experience in delivery of successful user-centred service redesign and continuous improvement programmes to support complex service and technology transformation (3%).
  • Have demonstrable experience of effectively planning for new user centric IT digital services which incrementally integrate with backend legacy applications and third parties (3%).
  • Have demonstrable experience of leading public sector teams, and assistance with building an in-house service design approach, particularly those with limited experience of Agile user centred design (3%).
  • Have demonstrable experience of knowledge sharing and skills transfer with in-house teams in order to build sustainable capability (3%).
Nice-to-have skills and experience

How suppliers will be evaluated

How many suppliers to evaluate
Proposal criteria
  • Proposed approach and methodology for undertaking the design and implementation of the Customer-Hub, highlighting: support of workplace planning, alignment with the Council’s wider change programme, departmental interdependencies, key project risks.(17%)
  • Proposed approach and methodology for undertaking user-centred service design (17%).
  • Proposed deliverables and timeline for design and implementation, including team size, roles and responsibilities (15%).
Cultural fit criteria
  • Evidence ability to effectively communicate with staff and stakeholders at all levels, understanding their priorities while enabling the project to progress (2%).
  • Evidence of challenging accepted ways of working and encouraging the development of new business processes (2%).
  • Evidence of encouraging a collaborative approach and no blame culture to problem-solving (2%).
Payment approach
Time and materials
Assessment methods
Written proposal
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. Amendment to Latest Start Date
Please note that the latest start date is Monday 27 May 2019 and not Monday 22 April 2019 as shown in the requirements.
2. Has the Council already selected CRM/CMS/Integration Platform?
CRM – The Council is licensed to use Dynamics 365 and has in-house skills in this area.
Web CMS – Current product end of life - Procurement to follow.
Integration Platform – Approach to integration to be determined.
3. Are suppliers allowed to propose an offshore delivery model?
Suppliers may propose an off-shore delivery model. However, it is expected that regular meetings will be required on site and attendance at governance meetings will be required.
4. Will there be a separate request for the website work released at some point?
There will be separate procurement exercise for the website.
5. Are you able to provide a copy of the Discovery Summary mentioned in the brief?
Yes we can provide a document pack which provides information on the work that has been completed to date.
To receive this, a non-disclosure agreement (NDA) must be signed. Email to obtain a copy of the NDA.
6. What are the back office systems the council would need to integrate with?
The Council has a large number of back office systems that may require integration. There is a combination of commercial off the shelf products (on premise and hosted) and some internally developed solutions. These are referenced in appendix D of the executive summary included in the document pack.
7. Have you been supported in an initial stage with an agency to put this outline together on needs? If so, who are they?
Deloitte MCS Ltd worked with BCC on the Outline Business Case and Discovery phase of the customer focus & website modernisation programme. The output documents are available as per question 5 above.
8. Could you provide the initial discovery research and blueprint?
Yes, Please refer to Question 5 above.